Just found this
2003: Five Guys sells out of franchise territory within 18 months and starts to open the rest of the country for franchise rights.
So this joint is a franchise, so it is upto an individual operator to run it correctly.
from their site
With the simple focus on quality, service and cleanliness, Five Guys has opened over 1,000 restaurants in less than five years. We are currently sold out of territory in the US and Canada and are not looking to franchise internationally at this point.
they have a hotline for complaints, most contracts entered into with franchisees have strict guidelines they must follow so if U feel the place isn't upto par call
24 Hour Customer Feedback Hotline: 866-345-GUYS (4897)